Barfly: Dave strikes a chord

The security team at Glasgow Airport were on their best behaviour last week when Canadian musician Dave Carroll passed through on his way back from a guest-speaking slot at the Customer Contact Association convention in Glasgow Royal Concert Hall.

Carroll became a crusader for good customer service following an unfortunate experience in which United Airlines ground crew broke his guitar. Frustrated at the airline’s lack of interest in his plight, Carroll posted an angry song and video ‘United Breaks Guitars’ on YouTube which went viral, achieving worldwide media coverage. His song has notched up 11 million views since then and launched a public speaking career for Carroll.

Clutching his prized Taylor guitar, he thought he’d slip quietly through Glasgow Airport but eagle-eyed staff recognised him from their recent customer service training session, which featured his video. A bemused Carroll was asked to stay behind to meet the airport training manager who greeted him enthusiastically. Barfly understands that both musician and instrument arrived at Heathrow intact.

Perez prepares to make babies

Company announcements made to the stock market tend to be rather dry affairs.

Not so last week’s statement from broadcaster STV announcing the commissioning of a new entertainment series featuring celebrity blogger Perez Hilton.

“I can’t wait to make sweet love to the airwaves of British television!” was Hilton’s opening comment as part of the statement to investors.

“We will be making lots of babies! And I’m thrilled that our first episode is a very special look at the intimate life of one of the biggest superstars on the planet and one of my best friends, Lady Gaga.”

We’re already looking forward to Hilton’s comments in the next interim management statement.

Funny business with customers

Another funny from the laugh-a-minute Customer Contact Association event featured ‘Punt and Dennis’ star Hugh Dennis, who was ‘Outnumbered’ by 600 delegates when he appeared last week as guest speaker at the convention’s awards dinner at the Hilton Glasgow. Dennis says his personal loathings about customer service include Microsoft’s ‘paperclip’ assistant which offers help when you’re writing a letter.

“I don’t like being stalked by cartoon stationery which looks like it’s got a thyroid problem,” he moaned.

Dennis said he empathised with the weird complaints some customers make. He praised Sainsbury’s customer service team for offering him a 50-year mortgage, but quipped it was only offered as a substitute for an avocado on his online grocery order.